North Yorkshire Police has recorded an improved 999 call answer time performance, according to latest figures.

The force answered 83% of calls in July 2023 within the national target of 10 seconds. By comparison, just 44% were answered on time in November 2022.

There has been a 30% increase in the number of emergency calls made to the force control room in the past year.

This month, police recorded the highest number of 999 calls made in any August in history with 10,800 calls — 400 more than the same time last year.

The improvement comes after Zoe Metcalfe, the Conservative North Yorkshire Police, Fire and Crime Commissioner awarded the force control room £1.8 million a year to improve response times.

The money was earmarked to fund the appointment of 36 additional communications officers, 12 additional dispatchers, six established trainers and two additional police inspectors.

Superintendent Fee Willey, who heads up the force control room, said:

“In the control room we’ve changed our ways of working. We looked at all our processes to see what was stopping our people being efficient in their roles – what were they doing and how were they doing it. We stripped away anything that was not relevant or slowed them down.

“We found that our trained and highly-skilled call handlers were being restricted by the number and complexity of the forms that they needed to complete for every single call that they received.

“We kept any mandated question sets, but beyond that we gave the call handlers freedom to follow their own initiative, while still being able to refer to question sets if needed. This has resulted in a much speedier process to dispatch officers to incidents while still providing a succinct level of information to the attending officers.

“And the more efficient that the force control room is in performing its role, the quicker that officers can be dispatched to scene.”

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Just 44% of 999 calls in North Yorkshire are being answered on time, according to figures in a new report.

The report by the North Yorkshire Police, Fire and Crime Commissioner‘s office said the national target is for 90% of 999 calls to be answered in under 10 seconds.

But between November 2021 and November 2022, only 44% were answered within this time in the county.

The document also revealed that between February and December 2022, the average non-emergency 101 call answer time ranged from 4 minutes and 3 seconds to 10 minutes and 17 seconds. Unlike for 999 calls, nationally there is no imposed target for answering 101 calls.

Police, fire and crime commissioner Zoe Metcalfe has described the figures as “unacceptable”.

Her office has awarded the force control room  a £1.8 million a year to improve the times.

The report, which will be debated by North Yorkshire County Council‘s police, fire and crime panel on February 6, said:

“This investment will enable the Chief Constable to fund 36 additional communications officers, 12 additional dispatchers, six established trainers and two additional police inspectors.”

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The document highlights how call volume has increased, saying:

“Nationally there has been a 16% increase in 999 calls to the police, and 2022 saw the highest number of emergency calls to North Yorkshire Police ever in one month (over 10,000 in July and August).”

The report also said the commissioner “wants the force to explore how they could deliver a long-term programme of public education and awareness about when to contact the police, and the most appropriate method for doing so”.

North Yorkshire Police usually receives over 10,000 emergency 999 calls a month.

New figures show that North Yorkshire Police is now the worst police force for responding to 999 calls.

Forces are expected to meet the Home Office target of answering 90% of emergency calls within 10 seconds.

Home Office data showed that, in July, North Yorkshire only managed this 39.9% of the time.

The best performing force was Nottinghamshire Police, which achieved 87% – still below the 90% target.

North Yorkshire Police has often been close to the foot of the table but this was the second month in a row when it was actually last.

The force’s own statistics show its latest average 999 response time for the month of July was 20 seconds. This was higher than its 36-month average of 18.84 seconds.

The figures will come under the spotlight at the Police, Fire and Crime Commissioner’s monthly public accountability meeting next Tuesday, August 30.

Data published by the commissioner’s office in advance of the meeting revealed the number of 999 calls increased by 8% in July 2022 compared with the same month last year.

Zoe Metcalfe, North Yorkshire Police, Fire and Crime Commissioner.

‘A huge increase’

The North Yorkshire Police, Fire and Crime Commissioner’s office was approached for comment on the slow response times but a spokesman said the issue would be discussed at next week’s meeting.

Commissioner Zoë Metcalfe told the Stray Ferret in June that she was working to reduce delays in answering 101 and 999 calls in the police control room.

She said there had been a “huge increase” in 999 and non-emergency 101 calls.

Ms Metcalfe has pledged £140,000 to increase the number of staff working in the force control room.

North Yorkshire Police is taking three times longer than expected to answer non-emergency 101 calls this month, according to officers.

Lindsey Butterfield, assistant chief constable at North Yorkshire Police, told a police commissioner public accountability meeting yesterday that the force was experiencing a high number of 101 calls to its control room.

In the last six days, it had received on average 95 non-emergency calls per day, she said.

North Yorkshire Police’s target is to answer the majority of 101 calls in two minutes.

Ms Butterfield said so far this month the force was averaging seven minutes and 13 seconds to answer non-emergency calls. She added:

“We know that is absolutely not where we want to be as a service.”

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Philip Allott, North Yorkshire Police, Fire and Crime Commissioner, approved emergency funding of £70,000 for the force to put an overtime plan in place in order to improve the speed of response to calls.

Mr Allott told the Stray Ferret he expected the response time to 101 to improve in the coming months following the easing of restrictions and after improvements to the service were made.

He said:

“It’s making it so that people get a good service. I recognise that 101 and 999 is front of business and people need to get through.

“The police admit that it is not where it needs to be and they are reporting back to me on a weekly basis.”

Police also hope that new trainee call handlers will be available by next month to help ease pressure on resources.

Meanwhile on Saturday, the force received 470 emergency calls in a single 24-hour period — the most it has ever handled.

Part of the increase is thought to be down to York Races and the ending of covid restrictions.

North Yorkshire Police currently expects to deal with 9,000 999 calls this month.

In June, police received a a total of 35,490 non-emergency, emergency and front desk calls, which was also a record.

At the time, officers said the increase was thought to be down to the easing of lockdown restrictions and an increase in incidents.

Ms Butterfield said:

“We have continued to see excessive demand in terms of calls for service into the control room. It is unprecedented and it is on a national level, although it is having a significant impact on North Yorkshire.”